Lead NVOC Enterprise

Aeronube Technologies
  • Navi Mumbai
  • Confidential
  • 10-15 years
  • Views
  • 01 Feb 2018

  • IT/ Information Technology

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

What we are looking for : Lead NVOC Enterprise Key Responsibilities: 1. Operational Delivery: Leads, inspires and motivates a multi-functional team to deliver world class customer service Develops and embeds the Non-Voice Customer Services Centre strategy, processes and infrastructure Ensures alignment between broader Customer Service Division (CSD) expectations, customer and employee needs, and operational quality and performance criteria Implements best practice standards and solutions Develops, tests and implements continuous improvement activities to increase non-voice contact to meet / exceed best in class non-voice contact benchmarks Owns and develops the stratgey to direct voice customers to chat Use external industry knowledge and competitor benchmarking to ensure the business continues to be a leader in the market. 2. Commercial and Financial Management: Creates and executes budgets to ensure commercial sustainability and growth Executes business level forecasting, budget tracking and resource planning Takes accountability for the NVOC budgets and monthly forecasts Ensures that budget and execution plans are aligned. 3. Stakeholder Management: Establishes and maintains a professional working relationship at sponsorship level specifically with the Head of Fixed Line, Mobility and Channel Ops lines of business Manages escalations and all matters relating to service level issues across the NVOC Works with marketing, branding and product teams 4. People Management: Leadership Leads by example in living the values of the organisation Ensures the cluster is fully equipped to handle the work load and distribute work flow Coaches to ensure a full understanding of consequences of errors Creates an environment that fosters team work and co-operation amongst team members Creates awareness of Telecoms strategic objectives and their alignment to the cluster and company objectives Communicates effectively, building and maintaining relationships Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation. Attraction & Selection: Ensures appropriate staffing and action accordingly across the Contact Centre cluster Identifies need for creation of position and forward recommendation to direct manager and HR Selects and places candidates in terms of agreed recruitment and selection process Retention: Develops and empowers people, recognizing and rewarding value-added performance Training and Development: Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans Monitors implementation of training needs as per individual development plans Performance Management: Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action Educational Qualifications MBA/Post-graduate Years of Experience (minimum & maximum) 10-15 Years

Competencies/Skill sets for this job

Customer Service

Job Posted By

Nirmalyo Banerjee
Founder & CEO

About Organisation

Aeronube Technologies